CS - Customer Service Associate (Mandarin Speaker) based in Malaysia

NOTE : This role is based in Kuala Lumpur, Malaysia. Successful candidates will be required to relocate upon Work Visa approval.

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and our Global Hub for Customer Service in Kuala Lumpur, Malaysia. We are a product and people focused company who are passionate about growth, innovative technology, and collaboration.

Role

Our Customer Service department at Zeal Group plays a pivotal role in supporting our clients and stakeholders by addressing their needs across a range of products and services. The team is structured into various divisions, each catering to different types of clients and stakeholders, whether on the front end or back end. This dynamic setup enables us to tackle specific challenges and ensure a seamless client journey. While our products are designed to be intuitive, there are always areas for improvement. We are seeking a Customer Service Associate who is adaptable and ready to step into evolving roles based on business needs. This individual will bridge any gaps between our customers and products, helping us achieve our ultimate goal of delivering an exceptional, frictionless customer experience while continually exceeding expectations.

What you will be doing :

• Provide response to all customer enquiries (online chats, emails and calls) on timely and accurate manner.
• Perform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another.
• Strong adherence to SOPs / manuals when performing daily tasks.
• Escalate to team leader upon detection of gaps/ shortcomings on the existing processes.
• Highlight top enquiries from customers and any common issues for the day.
• Excel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns.
• Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem.
• Manage customer’s expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX.
• Attend and participate in daily huddle to understand key highlights on area of focus, new updates, what went well and learning points from previous day.
• Responsible to provide good customer experience on every interaction with clients.
• Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

Requirements

• Candidate must possess at least a Diploma/Degree.
• At least 1 to 3 years of relevant experience in customer service / contact centre.
• Experience gained in Forex/Trading industry will be an added advantage.
• Able to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset.
• Fluency in Mandarin & English language (verbal and written) is a must.
• Must be able to work on shifts.
• Candidate must be able to relocate to our Customer Service Global Hub in Kuala Lumpur, MALAYSIA.

Benefits

Rewards in return for your commitment :

• Medical Benefit
• Optical Benefit
• Life Insurance
• Travel Allowance
• Meal Allowance
• Health & Fitness Subsidy
• Long Service Rewards

International Staff Benefits

• Work Visa Sponsorship (1-year or 2-year)
• Relocation Bonus: RM3,000 (T&C applies)
• Rental Subsidy: up to MYR750 per month (T&C applies)
• Flight Ticket (From Home Country to Malaysia): Covered by the company (T&C applies)

Interview process :

• Virtual Session with TA team – 30-mins
• First interview with Hiring Manager – 1-hour
• Final interview with Head of Dept – 30-mins